Informal Resolution Your Name

Objectives At the end of this session you will be able to: Identify opportunities for informal resolution Establish the consequences of not taking appropriate action Resolve poor behaviour informally when appropriate Take specific actions to the workplace and record improvements

IR - Investigated Group 1 Group 2 Group 3 What opportunities exist for informal resolution or nipping in the bud? What are the benefits of informal resolution and nipping things in the bud? Group 2 What does informal resolution mean to you? What particular skills might a manager have to use to informally resolve a complaint? Group 3 What situations may not be appropriate for informal resolution; explain your rationale? What are the possible consequences of not informally resolving or nipping in the bud?

What questions would you ask? Asking Questions A member of your team has approached you about a disturbance in the office. This happened the previous day, when you were away at a meeting. What questions would you ask?

Mediation Meetings Opening Information Move to Solution Close Define your role Agree willingness to resolve Rules of engagement Opening Let each person speak Be aware of the impact Information Move to Solution No personal attacks Suitable for both parties Gain agreement Monitor Close

Responding to Resistance 1 What makes it awful? What exactly do you mean? It’s awful here They’re nasty to me What do you mean by nasty? Are there times when they don’t? They always do it I’ve tried that already What was the outcome? The only way is to make this formal Yes, that’s an option. What else could be considered?

Responding to Resistance 2 I couldn’t do that What would happen if you did? He/She would never How can we find ways? What would make you willing? I won’t do that It would never work What would make it work? There’s nothing I can do about it What have you tried already?

What Would You Do? What have you seen or heard that you could have challenged? How might you have approached the situation? What are the consequences? What are you going to do about it?

Attack the problem, not the person Guiding Principles Deal with feelings Don’t avoid conflict Attack the problem, not the person Don’t react

Practice Sessions Manager Complainant Respondent Observer

Objectives Now you can: Identify opportunities for informal resolution Establish the consequences of not taking appropriate action Resolve poor behaviour informally when appropriate Take specific actions to the workplace and record improvements

What Will I Do? What have I identified? What will I do? How will I measure this? When will I do it?